Stayed here for one night as we were guests at a wedding. On checking in we specified that we had booked a double room and were given the key to our room which turned out to be a triple. Unpacked, had some lunch and started getting ready for the wedding ceremony. Half an hour before the wedding started we got a call from reception to say they had allocated us the wrong room and we had to move rooms immediately. No help was offered with the move and it took us 3 trips to move to another room a fair distance and a couple of flights of stairs away. By the time we had moved and finished getting ready we almost missed the wedding and were very stressed but were told by reception that we weren't to worry as it would all be sorted out in the morning (by which we assumed our bill would be discounted to compensate for the inconvenience). However, on checking out we requested a discount and were told by a grubby looking man in a t shirt who seemed to be in charge that we could not have a refund and were being unfair in even asking for one. No apology, he just couldn't care less - eventually he agreed to knock £10 off the bill. Spoke with the family who ended up in our original room and they apparently were not allowed to go in there for 2 hours after we left it so I don't know what the rush was all about.
Also, if you leave your table to go to the loo make sure you don't leave any drinks there as the waiters will take them away - yes, even full glasses of wine, spirits and champagne. When we (a table of ten people) challenged the bar staff about this we were met with very rude responses. Our drinks were eventually replaced but it was done grudgingly.
The room itself was good and the breakfast very nice but some serious customer service training need to be carried out. We have stayed in hotels all over the world and have never been spoken to as rudely as we were at this hotel - one guest we spoke with this morning likened it to Fawlty Towers..........
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC